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Jr. Service Delivery Manager (ITIL)

Remote:

Full Remote

Experience:

Mid-level (2-5 years)

Work from:

Pakistan

Offer summary

Qualifications:

4+ years IT & staff management experience., Extensive network management knowledge., Ability to exceed SLA in matrix org., Outstanding team player skills., ITIL Foundation Certifications or equivalent..

Key responsabilities:

Lead client experience 24/7 operations.
Manage SLA attainment & communication.
Collaborate with clients for IT vision.
Provide innovative leadership aligned with business needs.

dinCloud Pakistan Information Technology & Services SME https://dincloud.com

201 - 500 Employees

See more dinCloud Pakistan offers

Job description

Responsibilities:

Strategic Client Management:

Lead and oversee the client experience across a 24 x 7 x always operations delivery for multiple clients.
Align ITIL-based service delivery to meet contractual commitments across diverse services and technologies, including but not limited to Route/Switch/Firewall and Voice technologies.
Manage overall Client program management, ensuring SLA attainment, client communication, reporting, and quality management leveraging operational data.
Lead Service Delivery Management ATSG-Client governance cadence, including regular operations reviews and SLA reporting.

Operational Excellence:

Develop and deliver weekly, bi-weekly, and monthly operative ticket and effort reporting from ServiceNow.
Schedule, develop content for, and lead Quarterly Business Reviews, driving and tracking Continual Service Improvement initiatives.
Participate in client-facing project reviews, ensuring seamless knowledge transfer to project teams and proper handoff of project deliverables.

Client Collaboration and Vision Development:

Collaborate with clients to develop and refine their IT vision, identifying new opportunities for ATSG solutions and contributing to business cases for emerging technologies.
Work with clients to ensure quality support for all IT infrastructure, including internal/co-location/cloud data centers, networks, disaster recovery, and vendor management.
Identify Continual Improvement initiatives for each client which will drive higher quality, value and benefits for clients

Leadership and Innovation:

Provide leadership to ensure ATSG's portfolio of services is aligned with clients' business needs and transformation programs.
Contribute to evolving technical standards, platforms, frameworks, and roadmaps for clients, ensuring effective communication and implementation throughout the service lifecycle.
Provide input into programs, policies, and procedures for continuous improvement of ATSG's IT managed services.

Qualifications:

4+ years of related experience in IT and IT technical staff management.
Extensive experience in network management, including Route/Switch/Firewall and Voice technologies.
Ability to effectively manage resources in a matrix organization to meet and exceed Service Level Agreements (SLA)
Demonstrated ability to work in rapid growth, dynamic, and transformational organizations.
Exceptional team player with outstanding interpersonal and communication skills (written and oral).
ITIL Foundation Certifications highly desired or equivalent ITIL experience.
Strong knowledge of ITSM tools such as ServiceNow, Cisco Technologies, Totango, and program management.
In-depth understanding of desktop, server, application, and network environments.
Minimum of a Bachelors degree from a four-year college or university or equivalent experience.

The Senior Service Delivery Manager will be a key player in driving the success of ATSG's client engagements, contributing to strategic planning, and ensuring the highest level of service delivery excellence.

Location: Islamabad/Lahore/Remote

Job Timings: Third Shift (Night)- Pacific / Eastern Time zone